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News
Turning AI Data Sovereignty Into a CX Asset: How Zero-Knowledge Architecture Drives Customer Trust
CX strategy has long relied on an unwritten bargain. In exchange for fluid digital convenience and swift service resolution, consumers silently ceded control of their personal data. Yet the enforcement of updated EU artificial intelligence data governance
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Report
Can Your Managers Explain Pay? Only a Third of Employers Think So
Pay is arguably the most important conversation an employee has at work. Yet fewer than a third of organisations believe their managers can explain pay decisions effectively. When the subject turns to AI, confidence collapses to 16%. That finding comes fr
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Report
Is Nearshoring the Middle Ground Contact Centres Have Been Looking For?
Paying more per agent hour is not usually how a contact centre budget wins approval, yet that is exactly the trade an operator makes when it places customer service work in a nearby country rather than a distant one. What the premium buys is an overlappin
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80% of Frontline Managers Say Daily Operational Friction Pulls Them Off Transformation Work
Frontline manager friction has a simple cause and a costly effect: disconnected systems leave managers fixing daily operational problems rather than leading their teams through change. That is the finding of a new study from Dayforce. The research, which
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The Zoom Bug That Took AI Less Than a Day to Crack, and What It Means For CX Teams
Zoom has fixed a security vulnerability in its screen-annotation tool that let one meeting participant discreetly take over another's computer. There was no click, no file, and no warning on the screen. The bug sat in the feature people use to scribble on
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